Emergency Call Handler / Dispatcher

Avon And Somerset Constabulary; Portishead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A regional police department is seeking an emergency call handler/dispatcher in Portishead. This role involves responding to urgent calls, gathering critical information, and deploying emergency services. Ideal candidates will possess exceptional communication and emotional resilience skills. The position requires working various shifts, including weekends and nights. Benefits include gym membership, wellbeing support, and an annual salary starting at £36,453, which increases yearly.

Benefits

On-site gym membership

Physical and mental wellbeing support

Discount services and Blue Light Card benefits

Qualifications

• Ability to convey information clearly and effectively during emergencies.
• Gather accurate details from callers attentively.
• Maintain composure in stressful situations.

Responsibilities

• Respond promptly to emergency calls and gather crucial details.
• Deploy appropriate emergency services to the scene.
• Provide reassurance and clear instructions to callers.

Skills

Exceptional communication skills

Active listening skills

Proficient computer skills

Emotional resilience

Empathy and compassion

Strong problem-solving ability

Effective multi-tasking skills

Job description

As an emergency call handler/dispatcher, also known as an emergency communications operator, you'll be at the forefront of public safety, serving as the vital first point of contact for those facing emergencies during urgent situations. Join us in making a difference when it matters most! As an emergency call handler, you will respond promptly to emergency calls, gather crucial details such as the nature of the emergency, location, number of people involved, and any immediate dangers. You will remain calm, provide reassurance, and give clear instructions to callers, helping them stay focused. You will assess the urgency of each situation, determine the priority level, and deploy appropriate emergency services to the scene, ensuring a timely response.

Assessment & Interview

• You will be invited to undertake an assessment which will take place at our Police Headquarters in Portishead.
• Are you ready to use your skills and experience in a role that makes a real difference in people’s lives?

Key Skills & Qualities

• Exceptional communication skills to convey information clearly and effectively, even in high‑pressure situations.
• Active listening skills to attentively gather comprehensive and accurate details from callers.
• Proficient computer skills with experience navigating software, databases, and technology with ease.
• Emotional resilience to maintain composure and make informed decisions during stressful emergencies.
• Empathy and compassion to demonstrate understanding and support for callers in distress.
• Strong problem‑solving ability to quickly evaluate situations and identify the best course of action.
• Effective multi‑tasking skills to seamlessly juggle multiple tasks and ensure prompt and efficient handling of all emergencies.

Start Date & Training

Start date - June 2026 (this date is not guaranteed, it is dependent on successful completion of our vetting checks). Future courses will be available.

Hours and Training: You will need to be prepared to work a variety of shifts, which will include a proportion of weekends, nights and bank holidays. Our schedule: 6 on, 4 off shift‑pattern consisting of shifts 7am‑5pm, 1pm‑11pm and 11pm‑7am. Your journey with us will start with a 6 to 8 weeks training course where our inspiring team of dedicated trainers will teach you the skills you need to give expert advice to members of the public in the most critical situations. We cannot accommodate any leave during the course duration.

Locations

We are recruiting for positions based in our Portishead control room (Police HQ) and at Bridgwater Police Centre, Express Park.

Benefits

We offer on‑site gym membership (Police HQ), physical and mental wellbeing support and access to lots of discount services such as the Blue Light Card, which gives you money off in high street shops and restaurants, holiday savings and offers for a wide range of business services online. Our salary package starts at £36,453 and increases each year.